Thank you for getting in touch with us. My name is Attila and I'm happy to assist you today. I appreciate your patience while we've been working towards your ticket.
Unfortunately some themes are restricting the update and/or activation method of the plugin that could result in problems like this.
I'd recommend to manually update the plugin by downloading the newest release from CodeCanyon and reinstalling LayerSlider.
You will need to completely remove the bundled version first, as there cannot be two instances of the plugin present on your installation.
Please note that your sliders and settings are stored in the database so they won't be deleted in the process.
After the reinstall you should have no problem with the activation. Also, you do not need to enter c.f. before the purchase code as on your screenshot.
I buy a pluggin whith theme, i try desactivate and activate, i erase the pluggin and dissable oll the pluggin bur i cant activate, please i need activate or i change theme and pluggin. thanks
Please follow up with the instructions from my last reply. You do not need to disable themes or plugins, you just need to reinstall LayerSlider. The reinstall is necessary to get rid of the theme bundled version and to be able to install the new release from us after that.
The reinstalled new version should have no problem with activation or update.
Thank you for the feedback. Unfortunately in that case it is most likely a conflict problem on your installation or a server configuration issue.
To start troubleshooting please check the LayerSlider System Status, located in the Options menu on the WP sidebar, for any related error messages that could provide more information.
If there are no errors in the System Status, please try to temporary disable other plugins and switch to a default WP theme to see if that solves the issue.
If that did not work either, please set up a temporary WP login for us so we can investigate this further from the back-end.
Thank you. I've tried to login with this user, but I get the following: ERROR: La contraseña que has introducido para el usuario Kreatura es incorrecta. ¿Has perdido tu contraseña?
Thank you, this one worked. We've checked on the activation and the error message that we get is most likely a web server configuration issue unfortunately. Issues like this are almost always PHP error related problems, but currenty the exact error message is not visible as the WP debug mode is not enabled. Please try to enable it and look for any PHP errors in the logs that could provide more information.
Yes, we can look into the PHP errors, but you need to enable the WP debug mode first. Unfortunately we do not have the permission to do that from our end. The URLs from my previous reply detail how you can enable it.
We've investigated this thoroughly, but unfortunately couldn't find much. The problem is seemingly not related to us. Your hosting provider could look into this further as they have more access, permission and tools available over the server settings. They would need to check the webserver and the PHP error logs.
Please i need resolve that problem, That the response of server:
Angeles buen día,
Gracias por aguarda a nuestro contato.
Te comunico que no hemos encontrado inconvenientes en los requerimientos del LayerSilder esto lo pude verificar desde el administrador del wp.
En el menú derecho
LayerSilder > Options > System Status
Esta todo correcto. En los logs del apache no existen errores que podamos visualizar donde el request no es atendido. Te pido que consultes con el soporte de la aplicacion para que te indique de donde podes levantar un reporte y encontrar la causa para poder ayudarte.
Quedamos a tu disposición para toda consulta adicional.
We're sorry about this inconvenience. However we can assure you that LayerSlider is working and functioning properly, as it is used on more than 1,5 million websites without any problem.
As mentioned multiple times before, this error is most likely the result of a server related problem, and we are trying to help you troubleshoot it.
Your host checking the plugin's built-in System Status does not help at all. We've already been through that and that is why we need them to look into the server settings, PHP logs, PHP errors after enabling the WP debug mode and so on, that only they have access to. They should know what to look for. Please ask them to actually look into this issue, and not just check the System Status of our plugin.
People from the hosting service respond to me as follows: I ask you to ask the plugin's developer if he can tell you against which url the license has to be validated. and they send me the screenshot that I attached
Respuesta:
Angeles buen día,
Me indican desde nuestra Area de ITI que realizaron una prueba desde hacia el subdominio repository.kreaturamedia.com y llegamos correctamente desde donde se encuentra configurada tu cuenta. No existen bloqueos desde aqui hacia donde se encuentra esta entidad que valida.
Es necesario que consultes con el Soporte y revisen si ellos no mantienen algun bloqueo hacia Donweb.
Quedamos a tu disposición para toda consulta adicional.
Thank you for the feedback. However the System Status would also tell us if there was any issue with the accessibility of the "repository.kreaturamedia.com". So your hosting checking this didn't really help.
It still leaves us with the original problem, the PHP error. Please ask your host to investigate exactly what we're requesting: PHP error logs and the webserver.
For refunding the money because I lost the client and I can not make the pluggin work anywhere, I ask you to reimburse me for the value. Thanks but I have no more time a month ago since I am claiming
As we've mentioned several times now. The problem is related to your server, therefore only your hosting can help you solve it. We've asked your host to look into the problem (Apache and PHP log files) multiple times, but they didn't do it, or not in details. Only your host has access to this, therefore we cannot investigate it from our end. We understand that this problem has been going on for some time now and we also want a solution, but it's not possible without your host cooperating.
LayerSlider is being used on more than 1,5 million websites without any problem. There is no issue with it. Yours is an isolated case unfortunately. Also, as of now this ticket's average response time is 8 hours, as you can see we always got back to you in a timely manner and tried to help. We feel like we did everything we can, but since the issue is not generated by us, and your host is not willing to work together, there's nothing else we can do.
Since it's a HTTP 400 error, your host should know immediately that the issue is located on their end. We believe that they aren't looking at this the correct way, assuming that they looked into it at all. The request seemingly does not even leave their server to connect to ours, so it's not some kind of block or filter, but instead most likely a problem in the server settings.
The hosting days that They dont hace any problem, please í need my money back im tired.
The hosting say:
Angeles,
Capaz que no me estas entendiendo, te respondi lo que te recomendó el programador. El servidor no arroja errores. No existe manera de poder detectar donde esta la falla y la estas ameritando al Servicio cuando desde aqui no visualizamos ningun inconveniente según nuestra Area de ITI.
Lo del Servidor Cloud es una alternativa para realizar una prueba pero tampoco puedo asegurar que funcione. El desarrollador no tiene un depurador para poder detectar donde esta el error y nos vuelca el error hacia aqui y no tenemos registros ni bloqueos para poder detectarlo.
No es un inconveniente de nuestro servicio, lamento no poder ayudarte.
Your host has every tool available to investigate this problem. Claiming that they cannot look into this, is simply not true. We're very sorry, but if your host does not want to help you and cooperate with us, we cannot do much.
As the issue is generated by your host and their invalid server settings, and not related to LayerSlider, we cannot offer you a refund unfortunately.
I demand that you give me back the money, I have no way to prove that what you say is true. with all the other pluggins the same server works. I can not use the pluggin and you do not give me an alternative to be able to validate it, I demand that the money be returned to me. I do not know who is to blame, I have no way of knowing.
Please help, i cant activate plugin, say "working" bur dont activate.
Hello angelesblu,
Thank you for getting in touch with us. My name is Attila and I'm happy to assist you today. I appreciate your patience while we've been working towards your ticket.
Unfortunately some themes are restricting the update and/or activation method of the plugin that could result in problems like this.
I'd recommend to manually update the plugin by downloading the newest release from CodeCanyon and reinstalling LayerSlider.
You will need to completely remove the bundled version first, as there cannot be two instances of the plugin present on your installation.
Please note that your sliders and settings are stored in the database so they won't be deleted in the process.
You can find detaled installation instructions in the documentation, please refer to the following URL: https://support.kreaturamedia.com/docs/layersliderwp/documentation.html#plugin-setup
After the reinstall you should have no problem with the activation. Also, you do not need to enter c.f. before the purchase code as on your screenshot.
I buy a pluggin whith theme, i try desactivate and activate, i erase the pluggin and dissable oll the pluggin bur i cant activate, please i need activate or i change theme and pluggin. thanks
Dear angelesblu,
Please follow up with the instructions from my last reply. You do not need to disable themes or plugins, you just need to reinstall LayerSlider. The reinstall is necessary to get rid of the theme bundled version and to be able to install the new release from us after that.
The reinstalled new version should have no problem with activation or update.
I know my english is not good but, before writing you I already install the plugin twice.
I repeat: I deleted the plugin, along with cache and i reinstalled it, i still have the problem.
Thank you for the feedback. Unfortunately in that case it is most likely a conflict problem on your installation or a server configuration issue.
To start troubleshooting please check the LayerSlider System Status, located in the Options menu on the WP sidebar, for any related error messages that could provide more information.
If there are no errors in the System Status, please try to temporary disable other plugins and switch to a default WP theme to see if that solves the issue.
If that did not work either, please set up a temporary WP login for us so we can investigate this further from the back-end.
Thank you. I've tried to login with this user, but I get the following: ERROR: La contraseña que has introducido para el usuario Kreatura es incorrecta. ¿Has perdido tu contraseña?
Could you please check on the credentials again ?
Thank you, this one worked. We've checked on the activation and the error message that we get is most likely a web server configuration issue unfortunately. Issues like this are almost always PHP error related problems, but currenty the exact error message is not visible as the WP debug mode is not enabled. Please try to enable it and look for any PHP errors in the logs that could provide more information.
https://codex.wordpress.org/WP_DEBUG
https://codex.wordpress.org/Debugging_in_WordPress
If you're not familiar with it, we can also look into it after you enabled the WP debug mode.
Im not familiar with it, can tou help me?, thanks!
Yes, we can look into the PHP errors, but you need to enable the WP debug mode first. Unfortunately we do not have the permission to do that from our end. The URLs from my previous reply detail how you can enable it.
the WP debug is enable, it's really frustrating
Thank you. My colleagues and I will look into this to see what we can find, and get back to you shortly.
We've investigated this thoroughly, but unfortunately couldn't find much. The problem is seemingly not related to us. Your hosting provider could look into this further as they have more access, permission and tools available over the server settings. They would need to check the webserver and the PHP error logs.
Please i need resolve that problem, That the response of server:
Angeles buen día,
Gracias por aguarda a nuestro contato.
Te comunico que no hemos encontrado inconvenientes en los requerimientos del LayerSilder esto lo pude verificar desde el administrador del wp.
En el menú derecho
LayerSilder > Options > System Status
Esta todo correcto. En los logs del apache no existen errores que podamos visualizar donde el request no es atendido. Te pido que consultes con el soporte de la aplicacion para que te indique de donde podes levantar un reporte y encontrar la causa para poder ayudarte.
Quedamos a tu disposición para toda consulta adicional.
Its see like you guys are playing whith my money, I have seen that you have the same claims for more than 2 years ago, please send my money back
We're sorry about this inconvenience. However we can assure you that LayerSlider is working and functioning properly, as it is used on more than 1,5 million websites without any problem.
As mentioned multiple times before, this error is most likely the result of a server related problem, and we are trying to help you troubleshoot it.
Your host checking the plugin's built-in System Status does not help at all. We've already been through that and that is why we need them to look into the server settings, PHP logs, PHP errors after enabling the WP debug mode and so on, that only they have access to. They should know what to look for. Please ask them to actually look into this issue, and not just check the System Status of our plugin.
Please can you help me? I need you check the plugin because Hosting says there arent any problem. and i still can't use the premium plugin
People from the hosting service respond to me as follows:
I ask you to ask the plugin's developer if he can tell you against which url the license has to be validated.
and they send me the screenshot that I attached
Your hosting company will need to let our server through for the activations and updates: "repository.kreaturamedia.com"
Dear that is the answer from Host, i dont really know if es that the problem, please help
Area: Soporte Técnico/Web Hosting/Sitio Web/Wordpress Hosting
Respuesta: Angeles buen día, Me indican desde nuestra Area de ITI que realizaron una prueba desde hacia el subdominio repository.kreaturamedia.com y llegamos correctamente desde donde se encuentra configurada tu cuenta. No existen bloqueos desde aqui hacia donde se encuentra esta entidad que valida. Es necesario que consultes con el Soporte y revisen si ellos no mantienen algun bloqueo hacia Donweb. Quedamos a tu disposición para toda consulta adicional.
Thank you for the feedback. However the System Status would also tell us if there was any issue with the accessibility of the "repository.kreaturamedia.com". So your hosting checking this didn't really help.
It still leaves us with the original problem, the PHP error. Please ask your host to investigate exactly what we're requesting: PHP error logs and the webserver.
For refunding the money because I lost the client and I can not make the pluggin work anywhere, I ask you to reimburse me for the value. Thanks but I have no more time a month ago since I am claiming
As we've mentioned several times now. The problem is related to your server, therefore only your hosting can help you solve it. We've asked your host to look into the problem (Apache and PHP log files) multiple times, but they didn't do it, or not in details. Only your host has access to this, therefore we cannot investigate it from our end. We understand that this problem has been going on for some time now and we also want a solution, but it's not possible without your host cooperating.
LayerSlider is being used on more than 1,5 million websites without any problem. There is no issue with it. Yours is an isolated case unfortunately. Also, as of now this ticket's average response time is 8 hours, as you can see we always got back to you in a timely manner and tried to help. We feel like we did everything we can, but since the issue is not generated by us, and your host is not willing to work together, there's nothing else we can do.
Since it's a HTTP 400 error, your host should know immediately that the issue is located on their end. We believe that they aren't looking at this the correct way, assuming that they looked into it at all. The request seemingly does not even leave their server to connect to ours, so it's not some kind of block or filter, but instead most likely a problem in the server settings.
The hosting days that They dont hace any problem, please í need my money back im tired.
The hosting say:
Angeles,
Capaz que no me estas entendiendo, te respondi lo que te recomendó el programador. El servidor no arroja errores. No existe manera de poder detectar donde esta la falla y la estas ameritando al Servicio cuando desde aqui no visualizamos ningun inconveniente según nuestra Area de ITI.
Lo del Servidor Cloud es una alternativa para realizar una prueba pero tampoco puedo asegurar que funcione. El desarrollador no tiene un depurador para poder detectar donde esta el error y nos vuelca el error hacia aqui y no tenemos registros ni bloqueos para poder detectarlo.
No es un inconveniente de nuestro servicio, lamento no poder ayudarte.
Your host has every tool available to investigate this problem. Claiming that they cannot look into this, is simply not true. We're very sorry, but if your host does not want to help you and cooperate with us, we cannot do much.
As the issue is generated by your host and their invalid server settings, and not related to LayerSlider, we cannot offer you a refund unfortunately.
The Market Refund Policy is regulated by Envato. For more information, please refer to the following article:
http://codecanyon.net/page/customer_refund_policy
Thank you for your understanding.
Cambiar a español
I demand that you give me back the money, I have no way to prove that what you say is true. with all the other pluggins the same server works. I can not use the pluggin and you do not give me an alternative to be able to validate it, I demand that the money be returned to me. I do not know who is to blame, I have no way of knowing.